We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 128312 results
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Decision Reference DRN-4608511
26 Jul 2024 Yorkshire Building Society UpheldMortgagesDRN-4608511 The complaint Mrs B complains that Yorkshire Building Society unfairly prevented her from taking out a new interest rate on her mortgage. She also complains about the customer service received during the application process. What happened Mrs B has a residential mortgage wit... (4 pages)View decision -
Decision Reference DRN-4721025
25 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4721025 The complaint Mr M complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened Mr M was introduced to an individual by a close friend. This frien... (3 pages)View decision -
Decision Reference DRN-4931336
25 Jul 2024 Coversure Midlands Ltd UpheldInsuranceDRN-4931336 The complaint Mrs H complains about Coversure Midlands Ltd trading as Coversure Insurance Services (Sevenoaks)’s handling of her car insurance claim. For ease, I shall refer to Coversure Midlands Ltd trading as Coversure Insurance Services (Sevenoaks) below as “Coversure”. W... (5 pages)View decision -
Decision Reference DRN-4881880
25 Jul 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4881880 The complaint Miss F complains that ClearBank Limited, trading as Tide, closed her account. What happened Miss F had an account with Tide. In December 2023, Tide paused Miss F’s account while it completed a review. A day later it closed Miss F’s account. Dissatisfied, Miss F... (2 pages)View decision -
Decision Reference DRN-4918538
25 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4918538 The complaint Mr G complains Ageas Insurance Limited unfairly declined his trace and access claim. Mr G’s been represented for the complaint. For simplicity I’ve referred to the representative’s actions as being Mr G’s own. What happened Mr G held Ageas home insurance. He ... (3 pages)View decision -
Decision Reference DRN-4827331
25 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4827331 Complaint Mr G is unhappy that Monzo Bank Ltd didn’t refund him after he told it he’d fallen victim to a scam. Background In late 2023, Mr G received a message from someone who claimed to be a recruiter. She told Mr G that she had an opportunity for a role that involved work... (5 pages)View decision -
Decision Reference DRN-4607286
25 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4607286 The complaint Mr and Mrs A complain about how Accredited Insurance (Europe) Ltd handled their claim on their home insurance policy. What happened Mr and Mrs A had an escape of water in their living room and kitchen and so called Accredited on 4 April 2023 to claim on their p... (3 pages)View decision -
Decision Reference DRN-4930631
25 Jul 2024 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-4930631 The complaint Mrs D complains about the way AXA XL Insurance Company UK Limited handled a claim and the settlement it paid under her conveyancing insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes responsib... (9 pages)View decision -
Decision Reference DRN-4915720
25 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4915720 The complaint Ms R is unhappy with National Westminster Bank Plc’s handling of her ISA transfer. What happened Ms R wished to move her ISA from Bank G to NatWest. NatWest was offering a 1% better rate than Bank G at the time. NatWest contacted Ms R to let her know she had ... (3 pages)View decision -
Decision Reference DRN-4787663
25 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4787663 The complaint Mr C complains that Barclays Bank UK PLC closed his accounts without notice and that it then did not address his concerns arising from the closure. What happened Mr C opened current and savings accounts with Barclays in 2022. He has explained that he chose to b... (2 pages)View decision